File 2 of 4 · Payment policy
Fair charges. Clear refunds. Honest tips.
NexusClean only charges after your clean is verified. Our refund and cancellation rules are straightforward, and 100% of tips go directly to your cleaning team.
Charge flow
When and how you are charged
Step-by-step charge timeline
| Stage | Charge status |
|---|---|
| Booking confirmed | Card saved on file only. No charge taken. |
| Cleaner en route | No charge. Booking is active. |
| Clean in progress | No charge. Work underway. |
| After-clean proof submitted | No charge. Management reviewing. |
| Management approves job | ✅ Charge released. Receipt sent to you. |
| If issue found | Charge adjusted or held pending resolution. |
Payment methods accepted
- Preferred: Card on file via GoDaddy Payments — automatic after approval.
- Alternative: Zelle, Venmo, Cash App, or payment link sent by management.
- Cash: Accepted only when logged in the portal with photo confirmation.
- Cleaners do not handle pricing or payment negotiations in the field.
Recurring clientsAuto-pay activates after your second verified visit. You will always receive a receipt and can turn off auto-pay at any time.
Refund policy
When refunds apply and how they work
✅ Full refund
Issued when NexusClean causes the failure.
- Cleaner no-show with no prior notice
- NexusClean cancels the booking
- Major quality failure that cannot be resolved with a re-clean within 24 hours
🔄 Partial refund
Issued when part of the agreed scope was missed.
- One or more in-scope areas were not cleaned
- Documented with before-and-after evidence
- Charge reduced proportionally to the missed work
💳 Service credit
Preferred resolution for minor concerns — keeps the relationship going.
- Small touch-up issue or minor spot missed
- Credit applied to your account instantly
- Never expires and applies automatically to next booking
🚫 No refund
When the issue falls outside our responsibility.
- Areas not included in your booked scope
- Complaints about unpurchased services or add-ons
- Last-minute cancellations where cleaners were already en route
How we decideEvery refund decision is based on the before-clean media submitted by you and the after-clean proof submitted by your cleaner. This protects you and ensures every decision is based on evidence — not just who says what.
How to request a refund or credit
- Contact us within 24 hours of service completion for best results.
- Describe what was missed and include any supporting photos if you have them.
- Management reviews the before-and-after evidence and responds within 1 business day.
- Approved cash refunds appear on your card in 3–5 business days.
- Service credits are applied to your account immediately upon approval.
Tips policy
Tipping your cleaning team
How tips work at NexusClean
| Rule | Policy |
|---|---|
| When offered | After service completion and job approval only. Never before. |
| Tip options | 10%, 15%, 20%, custom amount, or no tip. |
| Pre-selection | Never preselected. Always your choice. |
| Who gets it | 100% goes directly to the cleaner or cleaning team. NexusClean keeps nothing. |
| Team jobs | Split evenly among cleaners who worked the job unless otherwise documented. |
| Portal label | "Your tip goes 100% to your cleaning team." |
Why we do it this way
- You are never pressured to tip before seeing the results.
- Your cleaner knows that every tip they receive is genuinely earned.
- The tip is separate from the service charge — it never inflates the bill.
- Recurring clients can tip on occasional visits without any obligation each time.
Your cleaners appreciate itTips are one of the highest-impact ways to recognize great work. Even a small tip means a lot to a cleaner who did an excellent job.
Cancellation policy
Cancellation windows and fees
Cancellation fee schedule
| Notice given | Fee | Reason |
|---|---|---|
| More than 48 hours before | No fee | Plenty of time to reassign. No impact. |
| 24 to 48 hours before | Small fee or deposit held | Partial compensation for scheduling impact. |
| Under 24 hours before | 25–50% of service fee | Cleaner time and travel was reserved and blocked. |
| Same-day or no-show | Up to 50% or full deposit | Cleaner arrived or was already en route. |
Courtesy waivers
- First-time clients receive one courtesy cancellation fee waiver — no questions asked.
- Recurring clients with a documented emergency may request one waiver per quarter.
- Cancellation fee is always communicated clearly at the time of booking confirmation.
- Rescheduling more than 48 hours out is always free — we encourage this over cancellation.
NexusClean cancellationsIf we ever cancel on you, no fee applies and you will be prioritized for rescheduling at no extra charge.